Wednesday, July 29, 2009

The Customer

In conversation this week I was asked about my experiences in and around retailers and how a focus on the customer drives the success of one company over another.

It was easy for me to identify the benchmark for customer service. A.G. Russell Knives, originally based in my hometown of Springdale, Arkansas, is a firm I have patronized for 25 years. A.G.'s service credo is simple:

We guarantee total satisfaction. You the customer decide what satisfaction is. You decide how long you are entitled to be satisfied.

This business has come from a minuscule storefront attached to a workshop to become the largest distributor of production and custom knives in the country. I firmly believe a total focus on their customers is the key reason for this success.

Is the customer the center of your business?

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